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Is there a way to add a field that is hidden during business hours and only available outside of business hours and weekends?  

We currently have a ‘Call Back number field’ that gets auto-populated if left blank on the incident form. For our employees who work events or are part-time/seasonal, their auto populated call back number is a desk phone or a main department phone that is not monitored.  We would like a field that prompts them for a Direct; After-hours call back number to more efficiently assist them when ticket is submitted. 

Has anyone had any luck with creating such a field, or is that an ‘enhancement’ we would need to request to Fresh to see if they can implement at some point?

Thank you for  your time.

Josh

Hi @joshvengley 

Greetings From Freshworks Community

I understand that you are looking for an option where in we can hide a particular field based on business hours. Now I am not clear on the part that if you would want the field to be hidden from your users/customer/contacts or if you would like to hide from the agents.

I am afraid we do not have an option directly in Freshdesk that permits to perform the action.

But we can check for the workarounds and for customers if you would like the particular number Field to be not visible in non business hours so we can make use of multiple ticket forms where in we can have a separate incident form or ticket form that can be used for ticket creation in non business hours and we can inform the same to the customers that if they are raising tickets after a certain time that is non business hours they need to use the New incident form which will not have the call back number Filed.

This is a plan based feature and is available from PRO and above plans.

Article for reference on the multiple ticket forms :- Multiple Ticket Forms

 

Incase if this is for the agents, for the agents working on the non business hours , we can make use of marketplace application available under Admin → apps ->Hide/Disable Ticket Fields and then hide those Fields to them.

Link for the application :- https://www.freshworks.com/apps/hidedisable_ticket_fields/

Let me know if you have any follow up questions or concerns

Thanks :)

Hi Madhu,

Thank you for this information.  

This field would be for requesters/customers via the support portal to enter an incident/Report an issue. 

We currently provide a Call-Back number field that is not required, but have a rule that pulls the requester/customer phone number within their profile into the field.

For better customer service with after-hours/weekend tickets that come in to our on-call agents, we would like a ‘required field labeled as a direct-call back number’ to show outside of our normal business hours (M-F, 8-5).  Our on-call agents will sometimes have difficulty getting back in touch with the person who enters the ticket as the phone number is sometimes a generic department number and that person is nowhere near the phone. 

Thank you,

Josh

Hi ​@joshvengley 

Good day

Thank you for the explanation here, it really helps. Regrading your use case where you would like to populate the ticket form based on business and non business hours, I am afraid we do not have this functionality as of now in the product. 

The only way is to have a new form which could be named as request raised on weekends and we can educate the customer to use these forms while raising request on non business days and have a field call call back number which would be mandatory Field for this form to be submitted.

Please do let me know if you have any follow up questions or concerns.

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